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Customer Problem Resolution: The 100% Principle
Dr. Bryan K. Williams, DM | March 16, 2011
By Dr. Bryan K. Williams, DM March 16, 2011 When it comes to serving others, chances are that you will make mistakes occasionally. Even in the most opulent, 5-star hotels and restaurants, guests are sometimes disappointed. The same goes for hospitals, banks, nursing homes, spas, airlines, and any other businesses that serve people. The key to this seemingly unavoidable dilemma of making mistakes is how well you exemplify the "100% principle". The 100% principle is simply this: Whenever you receive a complaint or request, follow it through until you are 100% sure that the customer is happy with the resolution. It does not get much simple
Service Superstars: Work Like You Own It!
Bryan Williams | April 20, 2010
By Bryan Williams February 2010 Years ago, when I reported for my first day of work as a restaurant busboy, the maitre'd said something to me that I have never forgotten. He said, "I want you to work in this restaurant like you own it". I remember thinking..."what on earth does he mean by that?" Not long thereafter, the implication hit me, and I never looked at a job the same again. Working like you own it means that you take pride in your work, and will never allow yourself to give anything less than excellence every time. In The Greatest Bellman I Ever Met, I wrote about a bellman who took immense pride in his job. His service not onl
Make Each Touchpoint Memorable: Cha-Ching!
Dr. Bryan K. Williams, D.M. | April 20, 2010
By Dr. Bryan K. Williams, D.M. April 2010 A few years ago, I wrote an article entitled Engage every customer, one touchpoint at a time. The basic message was that the entire customer experience is comprised of several touchpoints. A touchpoint is any interaction between a customer and your business. For each touchpoint, you could either make a deposit or a withdrawal. More deposits equal more customer engagement, and more withdrawals equal less engagement. Pretty simple right? I even have a client whose employees give a cheer whenever someone makes a deposit...: "Cha-Ching!" I couldn't stop smiling after I heard that one. I would like t
5 Stars vs. 4 Stars: What’s the Difference?
Bryan K Williams | January 12, 2009
by Bryan K. Williams January 2009 - Championship winning coaches have a habit of demanding excellence from everyone on their team. They never tolerate mediocrity from anyone. Incredibly high standards are discussed everyday (yes, everyday). This article, however, is not about sports. Nor is it about AAA ratings, Mobil ratings, or Michelin Guide ratings. It is about what separates very good from exceptional. I've had the privilege to work with 5-star hotels, restaurants, and spas. I have also worked with 4-star establishments. The difference between the two is like night and day. 4 star properties are reputable and very good. In most cas
Softscribe® Inc. Signs Hawaiian Mahogany Inc. ; Softscribe to Provide Green Marketing and Internet Public Relations, Carbon Credit Promotion to Ho...
April 30, 2008
Hotel Online News for the Hospitality Executive Atlanta, GA – December 16, 2008 – Softscribe® Inc., an Internet public relations firm that drives sales for companies targeting the green tourism and hospitality, green government and related markets, today announced it will provide marketing and Internet public relations services to Hawaiian Mahogany Inc., a U.S.-based, 12-year-old certified provider of verifiable carbon offset credits for environmentally responsible Fortune 1000 firms and companies in hospitality, travel and other industries. . Hawaiian Mahogany manages over 3,200 acres of reclaimed sugar plantations on K
Benchmark Appoints Gregory Allowe Managing Director at Naples Bay Resort, Naples, Florida / October 2008
April 30, 2008
Hotel Online News for the Hospitality Executive The Woodlands (Houston), Texas, October 2008 … Benchmark Hospitality International has announced the appointment of Gregory Allowe as managing director for Naples Bay Resort, the luxury property that opened earlier this year in Naples, Florida. Sam Haigh, president and chief operating officer, made the announcement. “It is with great enthusiasm that I welcome Greg to the Benchmark Hospitality team at Naples Bay Resort,” said Mr. Haigh. “He brings a strong record of successes and vast hospitality experience to his new position.” Greg Allowe stated, "It is with extreme pleasure
The Greatest Bellman I Ever Met…
B.Williams Enterprise, LLC | April 3, 2006
by Bryan K. Williams, April 2006 In my current role as corporate director of training and organizational effectiveness, I travel quite regularly, and am able to experience service at some of the finest hotels in the world. In fact, I consider myself to be an expert in not only assessing world-class service, but delivering world-class service as well. During a recent business trip to Chicago, Illinois, I stayed at one of that city's finest hotels, and was thoroughly impressed with the flawless execution of virtually every service detail. Particularly, I was privileged to have been "roomed" by the most professional and genuine bellman I
Hotels Near Airports Provide Better Safety and Security Features According to The Center for Hospitality Research – Cornell Hotel School / Dec 2...
April 30, 2002
Hotel Online Special Report Hotels Near Airports Provide Better Safety and Security Features According to The Center for Hospitality Research - Cornell Hotel School ITHACA, N.Y. - December 10, 2002 - People who worry about traveling and spending time in public places may be relieved to learn that most U.S. hotels are pretty safe places to be, a study by a Cornell University hospitality-industry expert finds. Hotels near airports offer the most safety and security features, with large hotels, luxury hotels of any size and new hotels also ranking high on the safety and security indexes devised by Cathy Enz, a